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Any idea how to I can remove this? At the moment we are not interested in setting up a help/support center and accept tickets online, we just want to start with email tickets.

My issue seems to be specific to tickets that are created by emails. The User Form is used online by the Help Center and so you can change the form to have First Name, and then use the %{ticket.name.first}

The problem is when tickets are created by emails coming into osTicket, and the email is from a New User and a new User Record is automatically created by osTicket. In these situations (almost 100% of what we are using osTicket for) osTicket will only populate the Full Name.